Samsung VOC Operations Support Specialist

2020 Companies•Plano, TX

3d•Onsite

About The Position

2020 Companies has an immediate full-time VOC (Voice of the Customer) Operations Support Specialist representing our client, Samsung Electronics America. The VOC Operations Support Specialist is responsible for analyzing trends, conducting root cause analysis, and working with teams across the organization to champion continuous improvements. This position summarizes the findings, reports them to leadership, and drives actionable solutions while also leading projects to enhance our customer care operations.

Requirements

Extensive experience with root cause analysis and corrective actions
Fluent in Korean with both written and verbal skills
Experience with continuous improvement/process improvement
Background in customer service (speaking with customers)
Excellent organizational skills
Able to prioritize tasks independently with minimal supervision
Excellent communication skills (verbal and written)
Self-driven, flexible, dedicated individual - Team player
Proficiency with Microsoft Office (Excel, Word, PowerPoint, Outlook)
4+ years of customer service-related experience
Applicants must be authorized to work in the United States full-time without current or future visa sponsorship.

Responsibilities

Perform root cause analysis and define corrective actions to resolve complex customer issues
Analyze case data and identify trends or recurring issues
Summarize analysis results and present findings to managers and leadership, customizing reports based on the audience
Support continuous improvement initiatives by identifying opportunities for process enhancements and advocating for solutions
Support talking and managing to high level escalated customers in both Korean and English
Collaborate with internal and external teams to accomplish tasks
Ensure that processes are aligned with the company’s strategic goals and improve overall customer satisfaction.